Customer Relations

The quality of the care and patient experiences we provide are very important at Springfield Hospital.

While infrequent, it does happen on occasion that patients wish to express dissatisfaction or offer suggestions for improvement regarding our services. This is a valued part of our ongoing quality improvement process, and we take all patient feedback seriously. Patient complaints are a formal, written grievance, and should be filed by a patient, or on behalf of a patient, only when an issue cannot be resolved promptly, or on-the-spot, by the present staff.

All patient complaints must be identified and addressed in a timely and efficient manner. Submissions are invited in writing and will be forwarded to the Department Manager for investigation and appropriate response.

The following procedures will be used in receiving and responding to patient complaints:

All formal customer complaints may be submitted in writing, by phone, email, or in person to Customer Relations at Springfield Hospital, #862, 25 Ridgewood Rd., Springfield, VT 05156 or by phone, email or in person.

Customer Complaint/Grievance forms are available at HERE.
Persons who wish to file a verbal complaint via telephone may call customer relations at (802) 885-7299.
The Quality Department, in collaboration with the Department Manager, Billing Manager, and/or other appropriate manager is responsible for resolving the formal written complaint or, if necessary, to refer it to the Risk Management, Quality and Corporate Compliance office within 30 days for investigation, review, and resolution. All complaints will be acknowledged with a written letter.
If the patient, or other involved party is not satisfied with the resolution of the complaint, they may appeal this decision by contacting the Quality Department/Customer Relations at box 862.

Contact Information:
Amanda Chaffee, Esq.
Vice President, Quality
Compliance, Patient Safety
& Risk Management


Office of Vermont Healthcare Advocate

Patient Complaint Form